SC
STEVEN C
1 reviews | Active since Dec 2009
24 Apr 2018, 09:53
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Unfortunately Vumatel seem to have lost control of their business. I am waiting for a repair to my fiber connection for nearly a week now. I follow up the repair every day and each time spend at least 30mins on the phone providing the same information and waiting whilst the consultant "disappears" to check. Each time there's a vague promise of action, but nothing happens and the cycle continues. We manage 6 properties in this area and each time there is a problem the same service level is experienced. Rather sad as this company pioneered high speed internet in the area, but now seems to have fallen well behind.
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Replies (3)
Vumatel's replyOfficial
24 Apr 2018, 14:49Good Afternoon Steven
We trust that you are well.
We sincerely apologise for the experience you have had with us thus far. We will look into your issue and revert back to you.
We hope you find the above in order.
Kind Regards
The Vuma Team
Best regards,
Vumatel's reply24 Apr 2018, 14:49
Official
Good Afternoon Steven
We trust that you are well.
We sincerely apologise for the experience you have had with us thus far. We will look into your issue and revert back to you.
We hope you find the above in order.
Kind Regards
The Vuma Team
Best regards,
Vumatel's replyOfficial
26 Apr 2018, 14:49Good day Steven
We trust that you are well.
Following our telephone conversation yesterday evening. Can you kindly advise if the issue has been resolved.
We hope you find the above in order.
Kind Regards
The Vuma Team
Best regards,
Vumatel's reply26 Apr 2018, 14:49
Official
Good day Steven
We trust that you are well.
Following our telephone conversation yesterday evening. Can you kindly advise if the issue has been resolved.
We hope you find the above in order.
Kind Regards
The Vuma Team
Best regards,
SC
STEVEN C's updateReviewer Update
26 Apr 2018, 16:01NO Still no change. Tried to get through to your call centre again today but your system kept dropping the calls - seemed overloaded. Eventually got through again and spent another 40 minutes on the phone only to find that the technician was sent to the wrong address and that the address where the fault is doesn't appear on your system. I have phoned every day for the last week and each time go through the same process:
1. Fault reference
2.Name, Cell phone number, perhaps ID as well
3. Address - I always give them and emphasise the correct address
3. Hold on whilst I check - this can take anything up to 15 minutes
4. Confusion over address - I give them the Vumatel Tax Invoice details for the installation
5. The Vumatel "Hero" responds with "We'll escalate the problem".
My call today has established that the CPE that has the fault is not on your system. I was put through to another department and was busy trying to establish the correct details when my phone hand set battery gave out!!
SC
STEVEN C's update26 Apr 2018, 16:01
Reviewer Update
NO Still no change. Tried to get through to your call centre again today but your system kept dropping the calls - seemed overloaded. Eventually got through again and spent another 40 minutes on the phone only to find that the technician was sent to the wrong address and that the address where the fault is doesn't appear on your system. I have phoned every day for the last week and each time go through the same process:
1. Fault reference
2.Name, Cell phone number, perhaps ID as well
3. Address - I always give them and emphasise the correct address
3. Hold on whilst I check - this can take anything up to 15 minutes
4. Confusion over address - I give them the Vumatel Tax Invoice details for the installation
5. The Vumatel "Hero" responds with "We'll escalate the problem".
My call today has established that the CPE that has the fault is not on your system. I was put through to another department and was busy trying to establish the correct details when my phone hand set battery gave out!!